HE - Contact Center Application Architect - Job9049

Taller Technologies; Poland; Hybrid; PLN 200,000 - 250,000; Full time

Job summary

A technology firm in Poland is seeking a highly experienced Contact Center Application Architect. This pivotal role involves designing and optimizing next-generation contact center platforms, leading the integration of industry-leading technologies such as Cisco and Salesforce. The ideal candidate will have deep expertise in telephony systems, cloud architecture, and a proven track record in driving innovation for customer engagement solutions. Competitive compensation is provided.

Qualifications

• Expertise in SIP for managing voice and video calls.
• Experience designing and optimizing IVR applications.
• Strong background in cloud technologies for contact center solutions.
• Knowledge of voice biometric technologies for security.
• Ability to develop disaster recovery plans.

Responsibilities

• Architect and optimize complex contact center platforms.
• Lead integration of platforms like Cisco and Salesforce.
• Develop architectural diagrams and strategic plans.
• Oversee infrastructure reliability and disaster recovery.
• Monitor system performance and implement improvements.

Skills

SIP expertise

IVR application design

SIP trunking understanding

Intelligent call routing

Queue management systems

Cloud Architecture

Telephony System Integration

API Architecture

Voice Biometrics

IP Whitelisting

Threat Modeling

Disaster Recovery Planning

Business Continuity

API & Platform Integration

Transitioning from Legacy Telephony

Agentic Artificial Intelligence

Tools

Azure

AWS

Google Cloud

Salesforce

Cisco Contact Center solutions

Verint

Job description

HE - Contact Center Application Architect - Job9049

HE - Contact Center Application Architect - Job9049

Summary

We are seeking a highly experienced and visionary Contact Center Application Architect to lead the design and optimization of our next-generation contact center platforms. This senior-level role is pivotal in shaping the future of our customer engagement infrastructure by architecting advanced telephony systems and integrating cutting-edge AI-driven, cloud-first solutions. The ideal candidate will bring deep expertise in telephony, cloud architecture, and security, while driving innovation and modernization across on-premises and cloud environments. This role is critical to ensuring seamless, secure, and scalable contact center operations that align with our strategic business goals.

Responsibilities

• Architect and optimize complex contact center platforms, focusing on telephony systems including IVR applications, call routing, SIP trunking, and queue management.
• Lead the integration of industry-leading platforms such as Cisco Contact Center, Verint, Parloa, and Salesforce, ensuring seamless interoperability across on-premises and cloud environments.
• Develop and maintain comprehensive architectural diagrams, modernization roadmaps, and strategic plans emphasizing AI capabilities and omnichannel customer engagement.
• Oversee infrastructure reliability, disaster recovery planning, and business continuity strategies to guarantee uninterrupted service and rapid recovery from incidents.
• Define and enforce security and compliance standards through voice biometrics, IP whitelisting, and threat modeling to protect sensitive customer data and system integrity.
• Design robust API architectures and drive platform integration efforts to enable scalable, flexible, and efficient communication between systems.
• Monitor system performance and implement continuous improvements to optimize contact center operations and customer experience.
• Collaborate closely with cross-functional teams including engineering, product management, security, and business stakeholders to align technology solutions with organizational objectives.
• Serve as a thought leader and mentor, fostering innovation, guiding technical teams, and influencing long-term technology strategy towards cloud-first, AI-driven contact center solutions.
• Champion the transformation from legacy telephony systems to modern, AI-enhanced platforms that support omnichannel communication and agentic artificial intelligence.

Requirements

Must-Have Skills

• Expertise in SIP for establishing, modifying, and terminating real-time sessions in IP-based telephony systems, essential for managing voice and video calls within the contact center.
• Proven experience designing and optimizing IVR applications to automate customer interactions, improve self-service capabilities, and enhance call routing efficiency.
• Deep understanding of SIP trunking technology to connect on-premises telephony infrastructure with cloud-based voice services, enabling scalable and cost-effective communication.
• Skilled in designing intelligent call routing logic to ensure customers are directed to the appropriate agents or services, improving resolution times and customer satisfaction.
• Ability to architect queue management systems that prioritize and distribute incoming calls effectively, balancing agent workload and minimizing wait times. Hands-on experience with Cisco Contact Center solutions, including configuration, integration, and optimization within hybrid environments.
• Cloud Architecture: Strong background in cloud technologies (Azure, AWS, Google Cloud, Salesforce) to design scalable, resilient, and secure contact center solutions leveraging cloud-native services.
• Telephony System Integration: Expertise in integrating diverse telephony systems and platforms, ensuring seamless communication flow and data consistency across environments.
• API Architecture: Proficient in designing and implementing API architectures that enable flexible, secure, and efficient data exchange between contact center components and external systems.
• Voice Biometrics: Knowledge of voice biometric technologies to enhance security and customer authentication processes within contact center interactions.
• IP Whitelisting: Experience implementing IP whitelisting strategies to restrict network access and protect telephony infrastructure from unauthorized use.
• Threat Modeling: Skilled in conducting threat modeling exercises to identify, assess, and mitigate security risks specific to contact center applications and infrastructure.
• Disaster Recovery Planning: Ability to develop and maintain disaster recovery plans that ensure rapid restoration of contact center services following outages or incidents.
• Business Continuity: Expertise in designing business continuity strategies that maintain operational resilience and minimize service disruption.
• API & Platform Integration: Proven track record of integrating multiple platforms and APIs, including Salesforce and Verint, to create unified and efficient contact center ecosystems.
• Transforming from Legacy Telephony to Cloud-First, AI-Driven Platforms: Demonstrated success in leading modernization initiatives that migrate traditional telephony systems to advanced, cloud-based, AI-enhanced contact center solutions.
• Architect and Optimize IVR Applications, Call Routing Logic, and Queue Management: Ability to continuously refine and improve telephony applications and workflows to maximize efficiency and customer experience.
• Agentic Artificial Intelligence: Understanding of agentic AI concepts to design intelligent systems that assist agents and automate complex customer interactions.

Nice-to-Have Skills

• Omnichannel Platforms: Experience with omnichannel contact center platforms that unify voice, chat, email, social media, and other communication channels to provide a seamless customer experience.